Customer Service Representative at Bytes Managed Solutions

Job description

MAIN JOB PURPOSE

• Act as a liaison, provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency
• Customer Relationship Management
• Ensure that all customer queries are addressed within the Service Level Agreement (SLA) stipulated time frame.
• First time fix rate and recall rate under the stipulated requirements.
• Maintain customer relationship.

Internal Processes

• Be productive based on the calls allocated to them.
• Ensure that they comply with all Quality Management System (QMS) procedures provided by the Field Service Managers (FSM).
• Maintain and manage sufficient boot stock.
• Complete administration within time frames as per policies.
• Action and close new calls within customer Service Level Agreements and Mean Time To Respond / Mean Time To Complete.
• Technical support, maintenance, trouble shooting on retail machines and Automated Teller Machines (ATMs).

Human Capital

Complete own training and development objectives as per agreed timelines in the personal development plan.
Ensure that all policies and procedures are followed according to the company requirement.

Qualifications

• Experience
• Matric or other equivalent qualification preferable
• A + and N + Qualification

Knowledge

•  2 years’ experience in maintaining equipment in an IT environment
•  1- 2 years ATMs/POS/Electro-Mechanical Skills/Person which was in a Technical High School experience will be an     advantage

Skills

• Computer literate in relevant operating system
•  Mechanical skills
•  Electronic skills
•  Soldering skills
•  Faultfinding techniques
•  MS Office

Attitude/ Behaviour

•  Communication
•  Perseverance
•  Attention to detail
•  Dedication to Customers
•  Flexibility
•  Self-Development
•  Integrity
•  Problem Analysis

Seniority Level
Mid-Senior level

Industry
Telecommunications

Employment Type
Full-time

Job Functions
Information Technology